We have all been there!
You ask someone to fill out a customer satisfaction questionnaire with options that range from one (“Extremely Satisfied”) to five (“Extremely Unsatisfied”). When you get the results, you see that the customer gave you all 5’s! Being the customer-oriented manager you are, you contact that person to see if you can rectify the problems and improve their impression of your service. And, what does the customer say? “Oh, it was a little hard to tell how to read the answer choices, so I thought giving you more points was a good thing! You did a great job!”